April’19 release notes indicate compilation of several new features for Dynamics 365. It is believed that new features and enhancements with infused AI will bring a breakthrough in customer experiences. April 2019 release notes suggest Microsoft’s continued drive for better usability and a vast range of updates. With AI capabilities and access, Dynamics 365 will have 3 dedicated AI applications – AI for Customer Service, AI for Sales and AI for Market Insight.
Dynamics 365 AI for Customer Insights
As an AI (artificial intelligence) driven application, Dynamics 365 for Customer Insights is designed to give better customer service experiences. With the ability to understand your natural language, AI enables you to automatically group cases by help topics, all without the need for any manual tagging of cases.
With valuable insights such as automatic identification of quickly growing support topics, Dynamics 365 AI help your team to effectively identify opportunities for providing better customer experiences. Dynamics 365 AI provides deeper insights into your customer service experience through in-built dashboards, interactive charts, and the visual filters, enabling you to quickly evaluate and respond to the key performance indicators.
Improvements to Topic Clustering Based on Human Feedback
The results of topic clustering can be improved by managing the
generated topics. With machine learning capabilities, AI models can
help improving topic clustering from feedback while personalizing
topic generation over time.
Generated topics are kept stable over time so that users can correlate them.
Users can rename topics to match precise terminology and requirements.
By providing quick feedback, users can indicate which cases should or shouldn’t be included in the topic
Users can combine or split generated topics to achieve the desired granularity.
Users can control the overall granularity of topic generation.
Agent Overview, Escalated Cases, and Service Level Agreement Compliance Dashboards
Dynamics 365 AI will enable service managers to get insights related to agent performances alongside average resolution times, customer satisfaction, SLA compliance, and response times. Available from multiple channels, these AI-driven insights help to highlight the areas of strengths and performance impact alongside identifying potential areas for training and improvement.
Share insights and workspaces with colleagues
It enables service managers to share insights across organizations by inviting others to access these workspaces. You can further control the permissions of the invited users for read-only or contributor to manage topics.
Generate Insights from Custom Entities & Field Data
Dynamics 365 AI for Customer Service Insights works on a common data model. This release ensures broader insights through data mapping wizard enabling you to import additional data from custom entities and fields.
Leverage on Dynamics 365 AI for Customer Service to provide swift, AI-driven support to customers through virtual agents while freeing up human agents to work on high-value interactions.